3
Rev. (5-20)
Police). The service contractor is notified by the District or Maintenance Office Personnel to list all damaged or
missing equipment and to replace same. The cost of replacement will be charged to the County Maintenance
Office.
A copy of both the Radio Work Order (hard copy) along with the form(s) or letter of explanation will be
forwarded to the Contract Administration Unit upon completion of the services.
19.2 WARRANTY AND REPAIR PROCEDURES FOR 800 MHZ RADIOS
All Districts and Counties are responsible for the return of malfunctioning equipment in accordance with the
“Return-to-Factory Warranty” contract. The following steps describe the procedure for extended warranty
repair service. This procedure applies only if the subscriber device has been shown to be defective AND it is
covered under the Commonwealth’s contract.
ITEMS COVERED:
All M-803 Mobile Radios and Control Heads
All P-7200 Series Portable Radios
All P-7200 Series Portable Radios
All V-TAC Units and Control Heads
ITEMS NOT COVERED:
CS-803 Control Stations, SP-103 Devices, Tone Remotes, Portable Batteries
Tone Remotes, Portable Batteries
Charger (desk or vehicle), Holsters, Antennas, Installation Kits or Components and Miscellaneous Accessories
TROUBLESHOOTING-MOBILE RADIO:
1. If your district or county is having trouble with 800 MHz Mobile Radio, troubleshoot and eliminate
the obvious items (i.e., broken/loose antenna, connections of microphone to microphone cord, power
to radio was not turned off, and on volume button, etc.)
2. If all obvious items check well, you must place a call to the customer service center at 1-800-339-4150
or email copamrs@motorolasoultions.com to have the radio checked by an Authorized Service Center
(ASC).
3. When calling the customer service phone number, the representative of Motorola Solutions will
establish a trouble ticket.
4. The ASC will be able to look at the mobile radio and determine if they can fix it in the field or if it must
be returned to Motorola Solutions in Harrisburg.
5. If the radio must be returned to Harrisburg, do not let the ASC take the radio. Ask the ASC technician
to provide you with the mobile radio’s serial number, USER ID, and IP Address.
TROUBLESHOOTING-PORTABLE RADIO:
1. If it is determined that a portable radio is malfunctioning, it can be sent to Motorola Solutions. Thus,
your District/County will save the cost of a service call.
2. Remember that portable radios are stand alone items (no wires or other obvious items are attached).
Therefore, if a portable radio does not work, there is nothing attached that can create the problem.
PACKAGING-MOBILE RADIO:
Package the Mobile Radio; do not send the mic, mic cord, or any other attachments. Please include your return
address and the Return Material Authorization (RMA) number(s) on the outside of the package(s).
PUB 23 - MAINTENANCE MANUAL Chapter 19: Radios
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